Consumer & Order Management

Customer Experience & Order Operations Manager

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.

-based clients, candidates must be available to work during U.S. business hours aligned with the client's time zone.

Our client is a growing eCommerce company focused on delivering exceptional customer experiences through efficient order management, reliable fulfillment operations, and responsive customer support. As the business continues to scale, they are seeking a Customer Experience & Order Operations Manager to oversee day-to-day customer support operations, maintain order accuracy, coordinate fulfillment activities, and continuously improve the operational processes that support an outstanding customer experience.

The Customer Experience & Order Operations Manager will be responsible for managing customer support operations, overseeing order fulfillment workflows, coordinating with third-party logistics partners, and improving the systems that support order accuracy and customer satisfaction. The Customer Experience & Order Operations Manager will resolve operational issues, identify root causes of recurring problems, document scalable processes, and collaborate with cross-functional teams to improve the overall customer experience.

This role is ideal for someone who enjoys operational problem-solving, thrives in execution-focused environments, and takes ownership of improving both customer support and backend operations.

Fully Remote | 9:00 AM - 5:00 PM EST

• Manage customer support tickets, escalations, refunds, replacements, and order-related inquiries.
• Maintain excellent first-response and resolution times.
• Respond to customer reviews while maintaining a consistent brand voice.
• Ensure customer issues are fully resolved from beginning to end.

• Monitor order flow and resolve fulfillment issues in real time.
• Coordinate with 3PL and warehouse partners to resolve shipping and fulfillment discrepancies.
• Manage backorders, substitutions, shipping delays, and inventory adjustments.
• Maintain accurate SKU, product, and order information across connected systems.
• Resolve address validation issues and reduce delivery failures.

• Identify recurring operational issues and determine root causes.
• Maintain a backlog of customer experience and operational improvement initiatives.
• Improve tagging, macros, workflows, and reporting within customer support systems.
• Develop and maintain SOPs for customer support and order operations.
• Partner with internal teams to eliminate recurring operational issues.

• Share customer feedback with Operations, Sales, and Product teams.
• Collaborate with internal stakeholders to improve customer experience and operational efficiency.
• Support process improvements that enhance fulfillment accuracy and scalability.
• Contribute to continuous operational improvements across the business.

• 3–6 years of experience in customer support, customer experience, eCommerce operations, or order management.
• Experience resolving customer issues from initial inquiry through final resolution.
• Experience working within eCommerce or consumer goods environments.
• Strong experience identifying root causes of operational issues and implementing improvements.
• Experience documenting SOPs, workflows, and escalation processes.
• Experience with Shopify or similar eCommerce platforms is strongly preferred.
• Experience with Zendesk or equivalent helpdesk systems is strongly preferred.
• Experience working with 3PL or fulfillment partners is strongly preferred.
• Familiarity with SKU management and catalog operations is strongly preferred.
• Experience handling chargebacks, disputes, or refund workflows is a plus.
• Experience in beauty, personal care, home goods, bedding, or textiles is a plus.
• Experience improving customer experience systems through macros, tagging, and reporting is a plus.
• Exposure to multi-channel eCommerce environments (DTC + retail) is a plus.

• Strong customer support and customer service…